What is the name of the domain?
sonomusic co
What is the error message?
NO REPLY
What is the issue you’re encountering
No support from Cloudflare (even though we’re in paid plan)
What steps have you taken to resolve the issue?
Hello Cloudflare Support Team,
I am writing to formally express my concern and dissatisfaction with the lack of response to my support tickets, despite being a paying customer under the [mention your specific plan, e.g., Pro/Business] plan, which entitles me to prioritized ticket-based support.
The details of my support requests are as follows, NO ONE ever replied to us and you just closed the tickets.
Tickets numbers are: 01299281, 01257245, 01234022
I have followed the appropriate process by submitting my support request(s) through the Cloudflare dashboard and have attempted to follow up multiple times without receiving any acknowledgment or resolution. This lack of response is causing OUR PLATFORM TO BE TOTALLY USELESS.
As a paying customer, I trust Cloudflare to uphold the support standards promised in the service agreement. However, the current experience has been disappointing and does not align with the advertised support levels for paid plans.
To address this situation, I kindly request the following:
1. Immediate acknowledgment of my support ticket(s) and an update on the status of my case.
2. A clear timeline for resolution of my issue.
3. An explanation for the delay in support responses and any steps Cloudflare is taking to prevent such issues in the future.
I value Cloudflare’s services and am otherwise satisfied with the platform; however, this lack of support threatens my confidence in continuing with your services.
If I do not receive a response within [insert your reasonable timeframe, e.g., 2 business days], I will have to escalate this matter further and explore alternative options.
Thank you for your attention to this urgent matter. I look forward to your prompt response.
Reply ASAP so we can solve our company issues.
SONO Tech Team
What are the steps to reproduce the issue?
Hello Cloudflare Support Team,
I am writing to formally express my concern and dissatisfaction with the lack of response to my support tickets, despite being a paying customer under the [mention your specific plan, e.g., Pro/Business] plan, which entitles me to prioritized ticket-based support.
The details of my support requests are as follows, NO ONE ever replied to us and you just closed the tickets.
Tickets numbers are: 01299281, 01257245, 01234022
I have followed the appropriate process by submitting my support request(s) through the Cloudflare dashboard and have attempted to follow up multiple times without receiving any acknowledgment or resolution. This lack of response is causing OUR PLATFORM TO BE TOTALLY USELESS.
As a paying customer, I trust Cloudflare to uphold the support standards promised in the service agreement. However, the current experience has been disappointing and does not align with the advertised support levels for paid plans.
To address this situation, I kindly request the following:
1. Immediate acknowledgment of my support ticket(s) and an update on the status of my case.
2. A clear timeline for resolution of my issue.
3. An explanation for the delay in support responses and any steps Cloudflare is taking to prevent such issues in the future.
I value Cloudflare’s services and am otherwise satisfied with the platform; however, this lack of support threatens my confidence in continuing with your services.
If I do not receive a response within [insert your reasonable timeframe, e.g., 2 business days], I will have to escalate this matter further and explore alternative options.
Thank you for your attention to this urgent matter. I look forward to your prompt response.
Reply ASAP so we can solve our company issues.
SONO Tech Team